isupport for Microsoft Windows Server TM Bomgar TM Integration

Transcription

1 Integration with Bomgar Software for Remote Desktop Access and Chat isupport integrates with Bomgar Software for remote desktop connection and chatting. The minimum Bomgar API version required is Support representatives chat and access desktops remotely via the Bomgar Representative Console; the Adobe Flash Player browser plugin or higher is required in order for the customer to chat, and the customer must download and run the Bomgar Support Customer Client in order to use the remote desktop functionality. The Bomgar Support Customedr Client is installed only for the duration of the chat. If Bomgar Integration is configured, a new Bomgar Sessions tab will appear in the Incident screen for inclusion of chat information. You can configure automatic creation of an incident when a new chat session starts, require end users to log in when using chat, and display a list of available support representatives to the user when an end user initiates a chat session. You can also configure automatic closure of incidents when a chat session has ended and a support representative completes a survey. Initiating a Chat Session Starting a Session from the End User Desktop and Bomgar Support Portal A customer can initiate a chat session from the End User Desktop (as described below), or by accessing the Bomgar Support Portal via URL. If configured, end users can start a chat from the New Chat Session link on a saved incident or the navigator on the End User Desktop. (If no support representatives are signed in to Bomgar, the Start New Chat Session link will not appear on the Incident screen; No Reps Available will appear if initiated from navigator.) You can also configure a customizable chat invitation window to appear on the End User Desktop as shown in the example below. Page 1

2 You can give customers the URL to the configured Bomgar Support Portal for initiating a session. This enables customers to enter a session key, select an available support representative, or submit an issue. After initiating the chat, a dialog similar to the following will appear to the customer for downloading the necessary applications: After clicking the link to download the Bomgar Support Customer Client, the download process will begin and the following dialogs will appear to the customer, indicating that a support representative has started a chat session. A new incident may be created if configured. Page 2

3 Starting a Session from the Incident Screen If Bomgar integration is configured, the New Bomgar Session icon will appear for saved records in the Incident screen. It will display the Generate Session Key dialog with options for giving the session key to the customer. The Link button displays a dialog for sending the session key in an ; this is configurable in the isupport Bomgar Integration Basics screen. The Share Session Key button displays the session key as shown in the example below for informing the customer: Page 3

4 Using the Bomgar Representative Console On the Bomgar Representative Console, the Chat icon on the General tab will flash if General Queue is selected in the Available Reps field above. A support representative can double-click on the customer s name to activate the session. If a support representative had been selected in the Available Reps field, the Chat icon would flash on the Personal tab. Support representatives chat via the text boxes on the right side of the Bomgar Representative Console. Page 4

5 The chat will appear to the customer as shown in the example below. The support representative can click the icon on the Screen Sharing tab to remotely access the customer s screen. A request will appear on the Customer Client as shown in the example below. Page 5

6 The customer s screen will appear on the Screen Sharing tab as shown in the example below. The customer or support representative can end the active session by clicking the Close icon. The following dialog will appear for the support representative to either end the session or hold it in their personal queue. When the session has ended, the following will appear to the customer and the Bomgar Support Customer Client uninstall process will begin after Yes is selected. Page 6

7 An Exit Survey will appear as shown in the example below if customer exit surveys have been configured on the Exit Surveys screen on the Bomgar Public Portal: The following will appear if representative exit surveys have been configured on the Exit Surveys screen on the Bomgar Public Portal: Page 7

8 Viewing Session Data in the Incident Screen If an incident has been created, the session can be automatically included on the Bomgar Sessions tab in the Incident screen. Click on a session date/time in the Start Date column to display the details of the session. Page 8

9 Use the View Chat Logs link on the Bomgar Sessions tab to display text from the chat as well as Bomgar system messages. You can select the Hide Bomgar System Messages checkbox to display only the text from the chat. You can click the Add link to associate a previously saved session with an incident. isupport is a registered trademark of Groupware Incorporated. Other parties trademarks or service marks are the property of their respective owners and should be treated as such. Page 9